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Kaelo Engage is a content marketing agency specialising in creating socially responsible content. Whereas a traditional public relations agency may only focus on issuing press releases, we leverage our in-depth experience and team’s passion to profile your sustainability initiatives through meaningful and relevant content creation in print, digital, br...
Job Description
The Kaelo Health Specialised Servicing Consultant is responsible for responding to complex queries, managing complaints, troubleshooting service problems and providing general information regarding our products. Manage our customer and provider experience with excellence and accuracy. As a Specialised Consultant you will be expected to perform using a variety of channels, including telephonic and correspondence as well be skilled on all Kaelo products. Management of the provider relationship from contracting , service level agreements, administration, and reporting.
KEY OUTCOMES
Source and contact health providers
Report on networks and appointments
Weekly and monthly reporting , but not limited to this frequency
Negotiate annual tariffs
Manage incoming queries and outbound responses with:
Manage omni-channel responses (including telephonic and correspondence)
Provide product specific information across full product suite
Assess and determine when there is an operational query and or complaint
Identify and escalate priority issues
Manage and resolve customer and health provider complaints
Complete administrative tasks
Continuous improvement and quality assurance
Monitor and manage trends
Conduct root cause analyses
SPECIAL REQUIREMENTS
Ability to maintain confidentiality, problem solve, negotiate and communicate, attention to detail. Ability to handle stressful situations appropriately
Qualifications
PERSON DETAILS: WORK EXPERIENCE
REQUIRED
PREFERRED
Proven work experience in the Healthcare administration or managed care environment
EDUCATION: QUALIFICATIONS: ACCREDITATIONS WITH PROFESSIONAL BODY
REQUIRED
PREFERRED
TECHNICAL SKILLS OR KNOWLEDGE
REQUIRED
PREFERRED
Additional Information
Accountability
Action orientated
Collaborative
Communication skills
Simple writing skills
Problem solving skills
Encourages engagement
Manages complexity
Resilient and adaptive
Purpose driven
Significance and values orientated
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